member updates

At HBF, we are continuing to monitor the latest developments relating to COVID-19. We want to assure our members that despite unprecedented times, we are here to help.

A message from our CEO, John Van der Wielen

Over the past months, we’ve moved quickly to develop several measures to provide financial relief and better access to services for members impacted by the COVID-19 pandemic. If you find yourself in financial distress, please call us on 133 423 and we’ll be able to help.

COVID-19 support

HBF cancels 2020 premium increase

The COVID-19 pandemic is an unprecedented health crisis for our community, which is why HBF has made the decision to cancel this year’s premium increase which was due to take effect 1 April 2020.

Being a not-for-profit health insurer with no obligations to shareholders has allowed us to focus on the interests of our members and be there when they need us most.

To find out more about the cancellation of premium increase in 2020 visit our frequently asked questions.

Visit our premium increase FAQs

Financial hardship support

If you’re an eligible member # and are experiencing financial hardship, we’re here to help. We have these support measures in place:

  1. If you are in receipt of the JobSeeker payment:
    • AND been a member for 1+ years: you may be eligible to suspend your policy for up to 15 months depending on your length of membership with us.
    • AND been a member for 3+ years: you may be eligible for up to 9 months of complimentary cover, depending on your length of membership with us.
  2. If you are not receiving the JobSeeker payment:
    • AND been with us more than 1 month ^: you may be eligible to suspend your policy for up to 6 months.
  3. If you have the Gap Saver feature:
    • We’re temporarily * allowing members to use their Gap Saver accrued entitlements to pay for their health insurance premiums.

Just give our friendly Member Contact Centre a call on 133 423 and they will happily help discuss your options with you.

Expanded COVID-19 coverage

At HBF, so long as you have an active eligible hospital policy# and served your standard 2 month waiting period , we will pay benefits towards chest, heart, lung and kidney hospital admissions related to any COVID-19 treatment +. This is a temporary benefit we’re making available, no matter what level of eligible hospital cover you have.

This temporary benefit is available until December 31 2020.

Accessing health services through phone or video

To ensure that we are there for our members in the moments that matter, HBF has introduced temporary benefits for certain Psychology, Clinical Psychology, Physiotherapy, Occupational Therapy, Speech Therapy, Dietetics, Nutrition, Podiatry and Exercise Physiology treatments when delivered via phone or video (also known as telehealth treatments). Temporary telehealth benefits will be available until December 31 2020.

Normal waiting periods, exclusions, benefits and limits apply.

Learn more about telehealth

Promise to members

HBF is committed to transparency on the impacts of COVID-19 to our business and has promised that if there are significant savings to HBF related to the pandemic these will be returned to members.

It is not yet clear whether the pause in elective surgery and certain other services will result in a significant reduction in claims costs, particularly given the pandemic is still evolving in parts of Australia.

COVID-19 community testing

In May 2020, HBF contributed $2.5 million to fund the WA State Government’s two week DETECT Snapshot project. This testing program measured the incidence of COVID-19 in asymptomatic people working throughout WA in key frontline industries including healthcare, police, education, hospitality and retail.

This largescale testing program found no cases of COVID-19, confirming that currently there is no community transmission of the virus in this state. This HBF-funded initiative has provided enormous reassurance to all Western Australians, and helped inform Western Australia’s continuing management of the State’s COVID-19 response.

We're here to help you stay well

Here are some handy ways to connect with us and manage your health cover.

myHBF app

Manage your health cover anywhere with the HBF app. Install from the Apple app store or Google play store.


We’re here to take your calls, so if you would prefer to speak to us over the phone, call 133 423. To view our latest call centre hours, visit our contact page.


You can manage your health cover online through myHBF, you can also message us during business hours on our website by clicking the chat now button.


All our branches are now open. Wait times may take longer than normal, we recommend booking an appointment.

Frequently Asked Questions

FAQs correct as of 19 March 2020. Please note this is a rapidly evolving situation and details may have changed.

I need to have elective surgery in a private hospital. Will I still be able to get treatment?

You’ll still be eligible to receive your usual HBF benefits, but you’ll need to speak to your doctor and the hospital directly to find out if elective surgery is still going ahead as normal.

I have an HBF Travel policy, will I be covered for claims arising from COVID-19?

If you have any questions about your HBF Travel Policy you can view our service message and frequently asked questions here.

Can I still contact HBF or submit a claim?

Yes, you can still contact us and submit claims as normal. The best way to submit a claim is online via myHBF or on the HBF App.

Department of Health advice

To help stop the spread of COVID-19, the Department of Health advises we should all practise good hygiene and social distancing.

Wash your hands

Wash your hands with soap and water for at least 20 seconds. If that is not available use an alcohol-based hand sanitiser.

Coughing or sneezing

Coughing or sneezing into a tissue or a flexed elbow.

Keep your distance

Practice social distancing and follow the limits for public gatherings.

As the COVID-19 situation rapidly evolves, please check the Department of Health website or the World Health Organisation website, for the most up to date information. If you have any questions about symptoms, testing, treatment and how to self-isolate please speak with your local health care professional or visit the Department of Health website.